Before enabling Call Explorer, the Salesforce AI Specialist must ensure that the Einstein Conversation Insights permission set is assigned to users (Option C). Call Explorer is a feature within Einstein Conversation Insights (ECI) that analyzes meeting recordings to surface trends, keywords, and actionable insights.
Key Considerations:
* Permission Set Requirement:
* Users (including admins) need the Einstein Conversation Insights permission set to access and use Call Explorer. Without this, the feature remains inaccessible.
* The permission set grants access to ECI tools, including call transcription, analysis, and dashboard visibility.
* Why Other Options Are Incorrect:
* A. Independence from Salesforce Knowledge: While Call Explorer does not rely on Salesforce Knowledge, this is irrelevant to the setup prerequisite. The critical dependency is the permission set, not Knowledge configuration.
* B. Custom Actions: Call Explorer does not require custom actions to be built before configuration. It is a pre-built analytics tool that works once permissions and data sources (e.g., call recordings) are configured.
References:
* Salesforce Einstein Conversation Insights Guide: Explicitly states that the Einstein Conversation Insights permission set is required to access Call Explorer.
* Trailhead Module: "Einstein Conversation Insights Basics" outlines permission prerequisites for enabling call analytics.
* Salesforce Help Documentation: Confirms that Call Explorer functionality is governed by ECI permissions.